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Manager Customer Experience Operations

Alorica Las Vegas, NV

  • Expired: April 28, 2021. Applications are no longer accepted.

GET TO KNOW ALORICA:

At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

 

Job Summary:

Performs extensive levels of managing operational performance against client requirements. Regular supervision is exercised over Team Managers or Shift Manager.

 

Key Job Responsibilities:

  • Oversees all aspects of team member training and development related to programs and client needs
  • Ensure all company policies and procedures are adhered to at the new centers. This includes promoting a healthy work environment with honesty, integrity, and respect for all employees.
  • Manages all financial and budgeting responsibilities of operational support division.
  • Oversees performance and quality standard reviews to ensure outcomes meet client expectations.
  • Troubleshoots and creates action plans to quickly and effectively address problems.
  • Identifies process improvement opportunities to drive operational efficiencies operation.
  • Monitors all key metrics in support of meeting/exceeding initiative objectives.

 

Other Related Duties:

  • Maintain positive, consistent, and effective communications with staff and Senior Leadership teams
  • Other Duties as Assigned

Minimum Education and Experience:

  • Bachelor's degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
  • Extensive experience in management and operations management in a customer service or call center environment.

 

Knowledge, Skills and Abilities:

  • Strong organizational and strategic planning skills.
  • Client advocate with strong customer service skills.
  • Ability to coach and develop program management to drive program performance.
  • Flexibility and versatility in problem analysis and resolution requiring attention to detail.
  • Ability to communicate across functional lines.
  • Ability to analyze and interpret qualitative and quantitative data
  • Excellent interpersonal, written and oral communications and organizational skills.

 

Work Environment:

  • Flexibility in hours and days to support program needs
  • Work performed in a climate-controlled call center environment or corporate office

 

EQUAL OPPORTUNITY EMPLOYER VETERANS/DISABLED

Alorica

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Address

Las Vegas, NV
89119 USA

Industry

Business

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